AI Phone Agent, also called ADEL

Build and manage your own AI Phone Agent to support your business - all by changing a few basic presets.

The AI Phone Agent can be trained to:

The Phone Agent can be given information about your company and trained how to handle certain kinds of calls. It’s a dynamic AI product designed to help your business be more efficient.

MSPs can use the phone agent in their own business, and they can also sell phone agents to their clients.

Because the AI Phone Agent is a separate product, it gets its own page in both the Admin and Customer Dashboard. You need to have at least 1 available phone agent license to set up ADEL.

If you haven't purchased a phone agent license, go to Admin > Billing > New Licenses > Phone Agent License.

ADEL Phone Agent usage is managed separately from normal chat, workflow, app, agent, file, and API Hatz Credit usage. Phone Agent activity is reviewed as phone-minute usage.

Once you have purchased the license, and set up the agent, visit your subdomain or admin.hatz.ai and log in as you usually would, and click on the “AI Phone Agent” tab. This will bring you to the settings page for your own AI Phone Agent(s).

Once you have a phone agent, you can change the settings anytime. Here's a walkthrough of the settings and how / why to adjust them.

Which LLM do you want your phone agent to use? We already filter out the models that don't work well, but some models are better than others. We recommend a small but powerful model, like GPT4o, Gemini 2.5 Flash, or Claude 3.5 Sonnet.

This dictates how the AI will handle calls.

Your phone agent name. Can be changed anytime.

Hatz has pre-written templates you can use as a starting point. Just click on one and watch the magic happen. Even if you know what you want to use the phone agent for, we recommend selecting one of these as a baseline and then making simple changes.

For example, selecting "Executive Assistant" will fill out several fields with the info required to turn ADEL into a voicemail replacement for you. But you'll still need to give it the specifics!

This is what the AI Phone Agent says when the call is connected.There is no AI involved in this: it will ALWAYS say exactly what is written.

We recommend keeping this message brief, about the length of a voicemail greeting.

Opener Message recommendations:

This is the underlying prompt for the AI, and what gives it instructions for its conversations. The same way you would write prompts for an app in the Workshop, you’ll write prompts for the AI Phone Agent here.

Choosing one of the pre-written templates automatically fills this in, but you can change the specifics. For example, if you need it to collect the caller's account number and business address, add that to the system prompt.

After each call, ADEL will send you an email summary. You can change the format and what's included in the summary. Again, if you choose a pre-written template, this field will automatically populate so you can just make minor adjustments.

You can choose the voice for your agent. Filter by gender and genre.

You can test the selected voice by clicking the play button or the test button, and it will recite the Opener Message text. Use this to make sure it's pronouncing your company name correctly and that it sounds the way you'd expect.

You can also set the voice speed. Adjusting the speed can drastically change the quality of the phone agent voice, so experiment with different combinations to find the perfect match for your company.

You can currently choose voices that can handle conversations in:

If you want to use a non-English voice, update your opener message and system prompt. Please note that the calls are not multi-lingual, meaning a call started in Spanish will not switch to English if the user can't speak Spanish.

In some cases, the AI might take a moment to respond. Instead of dead air, you can provide "acknowledgement" or "filler" words (previously called buffer words) to fill the space and sound more natural and conversational.

These are words you can provide to the AI to help with transcription, like the transcript or email summary.

For example, when I say "I'm Mark with Hatz AI," the AI might transcribe "I'm Marc with hats AI" ... but if I add "Hatz" as a keyterm, it will be more accurate when transcribing words that sound like Hatz.

The AI Phone Agent can hand a caller off to a person or department. You set this up in the Call Transfer Departments section of the agent's call settings. You can add one or more departments, and each department has a name and a destination phone number. This replaces the older single transfer number, so you can route different kinds of calls to different places.

There are two ways to route a caller to a department:

The menu is generated automatically from the departments you add, so you do not need to write the "press 1, press 2" script yourself.

Warm transfer is a single setting for the agent's transfers—when you turn it on, it applies to all departments. When it is on, the agent briefs the department before connecting the caller, instead of transferring them immediately:

Warm transfer uses outbound calling that Hatz provisions for your phone agent. If outbound calling is not available, the agent falls back to a standard (cold) transfer and connects the caller directly. Contact your Hatz account team if you would like warm transfer enabled.

To keep transfers reliable and to prevent abuse, destination numbers must follow a few rules:

If call transfers fail, first confirm the destination number is entered in full international format and can receive inbound calls, the routing mode is set up the way you expect (agent-routed or keypad), and—for agent-routed transfers—the system prompt clearly tells the agent when to transfer. If you contact Support, include the phone agent name, caller number, destination number, time of call, and call summary.

This will attach an mp4 to the email summary. Please check your local / regional laws about call recording.

Adds ambient noise like keyboard tapping and office atmosphere to make the call sound more natural.

Reach out to your Hatz AI account manager if you have questions about provisioning, licensing, or advanced phone-agent routing.